Call Centre Team Leader

3 weeks ago

Winnipeg, Canada Cabela's Full time

**Summary**:
Reporting to the Call Centre Supervisor, the Call Centre Lead is responsible for assisting in the day-to-day operations of the inbound Call Centre. This position is responsible for providing exceptional customer service to external and internal customers and providing coaching and development of team members for maximum performance and customer satisfaction.
**Responsibilities**
- Provide coaching, mentoring, and performance feedback to team members as opportunities arise to improve the handling of customer calls, escalations, or other situations as they develop
- Answer internal customer inquiries and resolve complex internal and external customer conflicts regarding account status, order entry, back-orders, return procedures, billing, purchase orders, and other areas in accordance with company and departmental procedures
- Investigate and process incomplete orders
- Consistently demonstrate enthusiasm, patience, and understanding
- Maintain accurate records to help with planning, reviews, or other areas of Cabela’s as required
- Assist with other departmental-level responsibilities as assigned

**Qualifications**
- Ability to speak French is an asset
- Strong customer focus
- Strong interpersonal and communication skills
- Must possess excellent organizational and analytical skills
- Ability to multi-task
- Strong coaching and development skills with experience in providing team training
- Ability to exercise sound, independent judgment
- Has successfully demonstrated the ability to motivate others

Accommodations are available upon request during the assessment and selection process.
**Benefits**
- Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions
- Fun work environment
- Competitive wages
- Excellent benefits
- Unlimited career advancement opportunities
- Bass Pro Cares Fund

Cabela's

**Salary**: $16.50-$17.50 per hour

Application question(s):

- This is an onsite position located in the Transcona area of Winnipeg. Are you able to travel to 25 De Baets St. for work?
- Briefly describe your team lead or supervisory experience?

Work Location: In person

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